Remote Customer Experience Team Lead | Growth & Coaching

Newstel GmbH; Quezon City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Newstel GmbH is seeking a Customer Experience Team Lead to guide a remote team of support agents from the Philippines. You will drive performance, maintain high-quality standards, coach staff, and ensure operational excellence across customer interactions.

You will work closely with stakeholders to develop a high-performing team that delivers outstanding service and supports the client’s growth through strong CSAT and KPI results.

Qualifications

• Experience leading a high-volume customer support team.
• Strong written and verbal communication skills.
• Proven track record of coaching and developing agents.
• Data-driven approach to monitoring KPIs and CSAT.
• Ability to manage workload and SLA adherence.
• Experience with subscription-based or recurring revenue models is a plus.

Responsibilities

• Lead and develop a team of Customer Service Agents to deliver exceptional support.
• Oversee inbox productivity, SLA adherence, and workload management.
• Coach team on retention, upsell opportunities, and value-based conversations.
• Conduct regular 1-2-1s, performance reviews and training.
• Produce weekly performance reports and spot opportunities for improvement.
• Escalate issues and support onboarding of new team members.

Skills

Team leadership

Communication

Coaching

Data analysis

Customer service

Problem solving

Process improvement

Tools

Gorgias

Zendesk

Shopify

Job description

Newstel GmbH is seeking a Customer Experience Team Lead to guide a remote team of support agents from the Philippines. You will drive performance, maintain high-quality standards, coach staff, and ensure operational excellence across customer interactions.

You will work closely with stakeholders to develop a high-performing team that delivers outstanding service and supports the client’s growth through strong CSAT and KPI results.